Technical Support Specialist

We are hiring a Technical Support Specialist to join our support team. This is a group of highly motivated industry professionals who are responsible for resolving a wide range of customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Autodesk BIM 360 and workflows?

Then we would like to hear from you!

Reporting to a Support Manager, you would actively engage with Autodesk clients to provide solutions, direction, and general troubleshooting for BIM 360 products via phone, chat, and web.

Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.

Responsibilities

• Respond to BIM 360 support requests from all levels of Autodesk Customers
• Prioritize critical technical issues and monitoring of service level compliance
• Document support interactions in a company-wide case management system
• Advance unresolved issues to senior staff as required
• Research, verify, and document product defects
• Actively handle personal backlog of support requests
• Manage customer and account team expectations by providing timely updates on progress
• Remain informed on improvements in supported products in relevancy to the BIM industry
• Assist in the fundamental development and maintenance of knowledge base quality
• Influence product management and product development to make improvements

• Bachelor’s degree or related
• 2+ years of BIM industry experience
• Proficiency or familiarity using BIM related software (Field, Glue, Plan, Docs) in a production environment
• Strong customer service, troubleshooting, and analytical skills.
• Strong written and verbal English communication skills. Additional language skills are advantageous- Spanish, Portuguese and/or French
• Knowledge of AEC products is desirable

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk - it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!, Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

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Are you an existing contractor or consultant with Autodesk?